3 ways to de-stress employees with contact center technology

Workforce wellness – 3 ways to de-stress employees with contact center technologies that humanize the hybrid workplace
Embrace analytics to boost your wellness strategy. This is Ross Daniels’ message to Calabrio. Here he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest technological advancements designed for modern workforce optimization and engagement.

In our last blog, we posed the question “what does wellness really mean?” and came to the conclusion that the biggest barrier to well-being – stress – affects everyone in the contact center and beyond. Top stressors from hybrid work practices, increased customer demand and a rapidly changing competitive landscape are taking their toll as people adapt to a new world of work. We shared several coping strategies and showcased the importance of data in promoting wellness across the organization.

In this second blog in the series, we explore why technologies that humanize experiences through AI-powered analytics and intelligent automation, such as modern workforce engagement management solutions work (WEM), are the next step towards developing a solid wellness strategy.

3 ways to de-stress staff

Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors, and senior executives. Use them to boost staff engagement, optimize contact center performance and increase profitability:

1. Your day, your way – agent stress is a powder keg just waiting to explode. Agents cite managing their work/life balance as the biggest stressor (41%), followed closely by ‘complex customer issues’ (36%) and ‘too many calls’ (34%) . When agents take control of their work environment, their mood improves, they feel energized and their stress levels decrease. Bring calm to chaos by introducing self-programming tools for your agents to move lunches, catch up with colleagues, and set aside time for new learning as customer requests or national events occur throughout the day. Likewise, give them the option to add extra work time to their upcoming week if they need to earn extra hours. Self-scheduling gives agents independence and access to instant changes, but approvals can be automated based on staffing needs parameters.

Why not add custom dashboards to the mix so your agents can track their own performance to stay focused and motivated? This is a particular advantage when the majority of people are working remotely.

2. Listening superstar managers – being a supervisor today is hard work. They are expected to excel operationally and be excellent people managers, but they often lack the data and tools to effectively manage the rapidly changing dynamics of their contact center. While many organizations are busy leveraging analytics to uncover the voice of the customer, the same cannot be said when it comes to truly understanding agents. About half (48%) of contact center managers say they don’t do enough to focus analytics tools on their teams and cite training opportunities (37%), employee satisfaction (33%) and productivity (33%) as the main missing information.

Using analytics for personalized performance coaching has been made easier with the introduction of AI-enabled recording and tracking of 100% agent interactions and performance metrics. This data can facilitate coaching conversations, while identifying individual or team skill gaps to enable managers to provide better training and support to agents who need it most. Data-driven performance coaching increases agent confidence, satisfaction, and productivity while easing operations and the manager’s path to achieving those results.

3. Reap the rewards of a connected enterprise – to grow, organizations need a 360– degree of view of their data. Yet, according to Harvard Business Review, while 83% of companies stress the importance of turning data into actionable insights, only 22% of senior executives believe their company is successful in doing so. How can business leaders make informed decisions and improve profits if they don’t have clear visibility into what’s going on in their organization?

Successful leaders recognize the importance of connectivity in every sense of the word – computer systems, information, ways of working and thinking. It’s an approach that overcomes the harmful silos that often stand in the way of becoming a connected enterprise, where all parts of the organization work together to deliver exceptional customer experiences.

The foundation of a successful customer-centric organization lies in positioning the contact center at the heart of the business intelligence platform. Sharing valuable data about the true thoughts and feelings of customers depends on seamless integration with other departments using technology like Calabrio’s enterprise customer experience intelligence (CXI). Organizations benefit from being more connected to their customers and employees, and the overwhelming stress simply disappears.

In our next blog, we delve deeper into the concept of wellness and how it can be used to drive personal and organizational growth. For more ideas and inspiration on identifying stress triggers, process improvement checklists and technology buying guides to manage the wellbeing of the entire workforce artwork, download Calabrio Workforce Wellness Recovery Toolkit

Ross Daniels is Director of Marketing at Calabria

Calabrio is the customer experience intelligence company that enables organizations to enrich human interactions. The scalability of our cloud platform enables rapid deployment of remote work models and gives our customers precise control over operating costs and customer satisfaction levels. Our AI-powered analytics tools make it easy for contact centers to uncover customer sentiment and share compelling insights with other parts of the organization. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support.

For more information about Calabrio, see their company profile